General Information
City Watford State/Province Hertfordshire Country United Kingdom Date Friday, May 1, 2026 Working time Full-time Ref# 20038653 Job Level Individual Contributor Job Type Experienced Seniority Level Associate
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at .
Job Summary
1. Focal point for the support of all Xerox products and services across EMEA.
2. Local (Watford HQ) and remote technical support for all TJX locations across EMEA.
3. Ongoing accountability for ensuring customer care and ongoing expectation management of incidents and problems. This role is very much customer facing having regular contact with users at all levels so first impressions are key.
4. Device Lifecycle Management. Proactive support for all Xerox and non-Xerox devices within the scope of the contract including monitoring device usage and working with Delivery to ensure device life is maximised.
5. Ongoing Solution management and working with Technical Consultants to implement solution change.
6. Working with US counterparts to provide Global ‘follow the sun’ support in the event of a major outage.
7. Working with Delivery to identify new revenue generating opportunities.
Key Responsibilities
8. Main contact point within Watford HQ for all Xerox services including the co-ordination of break/fix incidents, consumables management and general print related problem management.
9. Maintenance of technical documentation including Equitrac/ControlSuite, Device configuration guides (new/existing), certification expiry/renewal dates.
10. All aspects of data security and integrity especially in terms of customer data. Adheering to organisation IT security policies and data privacy standards. Customer data should NEVER be externally exhibited under any circumstances especially in terms of device hard disk management and disposal.
11. User access and authentication.
12. Remote monitoring and problem resolution for all devices across EMEA.
13. Managing connectivity in relation to all devices in the scope of the contract. This should include coordination of the following activities working with the customer IT department.
14. Co-ordinating connectivity issues
15. DHCP updates
16. IP address management
17. DNS registration
18. SMTP management
19. Provision of basic support for applications such as Tungsten Control Suite and/or legacy Equitrac including:
20. License management including expanding the application for more users
21. Certificate management
22. Installation of firmware updates and patches
23. Adding clients and ensuring full functionality is enabled
24. Adding nominated/delegated clients to user profiles on request
25. Installation of new or replacement devices and ensure they are fully operational. As a minimum, all devices should be connected to ControlSuite/Equitrac, Center ware, XDA & XSM. Should also include the management of Image overwrites
26. Troubleshooting devices before requesting/coordinating engineer callouts
27. Have a working knowledge of PC and laptop support (Windows and MAC) to support and install print drivers and print queues
28. General plotter support (HP, Canon etc) including connecting users to existing systems
29. Toner monitoring and replenishment including educating key customer users to be more self sufficient
30. Floor walking and device monitoring
31. Device sustainability – management of Eco boxes
32. Asset change management
33. Decommissioning and disposal of devices to both customer and Xerox standards
Education Requirements
34. Preferred: Bachelor’s degree or diploma in computer science, information systems, engineering, or related discipline
Certifications (Desirable)
35. ITIL Foundation or equivalent
36. Relevant technical certifications (e.g. Microsoft, cloud, or platform-specific)
Skills, Knowledge & Abilities
Core Skills
37. Strong analytical and problem-solving abilities
38. Ability to interpret technical data and translate it into actionable insights
39. Excellent written and verbal communication skills
40. Strong stakeholder management and collaboration skills
Technical Capabilities
41. Experience with systems analysis, troubleshooting, and reporting tools
42. Proficiency in Microsoft Office (Excel, PowerPoint, Visio, etc.)
43. Ability to produce technical documentation and diagrams
Professional Competencies
44. Ability to work effectively within cross-functional and virtual teams
45. Strong organisational and multitasking skills
46. Results-oriented with a high level of attention to detail
47. Ability to identify, assess, and communicate risks
Additional Requirements
48. May require occasional travel to client sites
49. Flexibility to support business needs, including working additional hours where required
#LI-Hybrid#LI-ZD1